Customer Service Strategy

There are several ways to interact with the City of Brantford, including calling Customer Service support at 519-759-4150, emailing us at customercontact@brantford.ca, completing an online service request, or visiting us in person at Brantford City Hall (58 Dalhousie St.) or other City facilities such as neighbourhood Community Centres.

Consistent with the City's current Customer Service Strategy and Customer Complaint Policy, the City of Brantford values our customers and is committed to providing excellent customer service in all aspect of our business. 

Our commitment in every customer interaction is to:

  • Serve all customers with professionalism, skill, and knowledge
  • Act with integrity and treat customers with dignity and respect
  • Treat customers fairly while complying with all our policies, by-laws and regulations
  • Ensure our services are accessible for all customers
  • Respond to customer requests in a timely, accurate manner
  • Identify ourselves to customers by using our first name and the department in which we work
  • Provide our service in the most cost-effective and timely manner possible
  • Be flexible while applying judgment and discretion
  • Serve the general public, fellow staff members and Council well
  • Be fair, honest and consistent
  • Be courteous and helpful
  • Be accountable to all customers and use feedback to improve our performance and service to our customers
  • Ensure all customer service guidelines, standards and processes are accessible to all
  • Measure and improve work processes by implementing innovative ideas, applying appropriate technology, training staff to be helpful and knowledgeable, and encourage teamwork among staff

The City of Brantford provides over 200 programs and services to the community and remains committed to enhancing customer service throughout our operations. However, customers may not always be satisfied with a service provided and should have the ability to express their issues or concerns to frontline staff providing the service.

Customers are required to notify frontline staff in the department providing the service of their dissatisfaction with the intent of reaching a satisfactory resolution. City employees will resolve issues or concerns of a customer to the best of their ability, working within established guidelines. If a customer is not satisfied with the handling of their complaint via regular customer service channels or by frontline staff, a formal complaint can be submitted.

Customer Experience Strategy Update 

The City of Brantford currently conducted a review process of the way we provide customer service support. The primary objective of this review is to assess the quality of our existing customer service channels and implement new best practices that align with residents’ current needs and expectations of the City. Another objective of this project is to update the City’s Customer Service Standard as well as the City’s Customer Complaints Handling Policy and process. Our sincere thanks to all members of the public who provided your input to help inform the final report, available for review at: City of Brantford Customer Experience Strategy Update - 2023.

The plan will be considered by Brantford City Council at their Committee of the Whole meeting on April 18th.